Observatorio de I+D+i UPM

Memorias de investigación
Ponencias en congresos:
Efecto Dinamizador de la Satisfacción del Cliente Interno y la Gestión del Conocimiento sobre la Relación Existente entre el Sistema de Gestión de la Calidad y el Desempeño Organizacional.
Año:2012
Áreas de investigación
  • Ingenierías,
  • Economía,
  • Economía del conocimiento
Datos
Descripción
Quality Management System (QMS) has achieved a leading position over Organizational Performance (OP). This relation could be enhanced through the contribution action of the Knowledge Management (KM) and the Internal Customer Satisfaction (ICS) of the organizations. This study analyzes the relation between the QMS and the OP, as well as the effects that the KM and the ICS have over OP. The study is correlational-causal, non-experimental, transversal and ex post-facto. The target population was 369 oil workers from the area of quality department, who participated in a conference about this theme, carried out in 2011. The probabilistic sample was obtained after applying a structured questionnaire. The questionnaire was validated through expert analysis methods and a pilot test, achieving a reliability of 0,942%. The data were processed and analyzed with multivariant techniques, using the SPSS v. 19 and SAS v. 9.2. The results 10th Latin American and Caribbean Conference for Engineering and Technology Panama City, Panama July 23-27, 2012 2 indicate/show that QMS, KM and ICS, are key elements that ensure improvements of the organizational results in the oil industry Keywords: Quality, Organizational Performance, Internal Customer Satisfaction, Knowledge Management, Oil Industry.
Internacional
Si
Nombre congreso
Tenth LACCEI Latin American and Caribbean Conference (LACCEI?2012)
Tipo de participación
960
Lugar del congreso
Panamá City
Revisores
Si
ISBN o ISSN
978-0-9822896-5-5
DOI
Fecha inicio congreso
23/07/2012
Fecha fin congreso
27/07/2012
Desde la página
1
Hasta la página
10
Título de las actas
Megaprojects: Building Infrastructure by fostering engineering collaboration, efficient and effective integration and innovative planning
Esta actividad pertenece a memorias de investigación
Participantes
  • Autor: Moises Enrique Martinez Soto (UPM)
  • Autor: Carlos Rodriguez Monroy (UPM)
  • Autor: ANNE TERESA MORRIS DIAZ (UPM)
  • Autor: ANTONIO VIZAN (UPM)
  • Autor: MARCELO GIL ARAUJO (UNIV DEL ZULIA)
Grupos de investigación, Departamentos, Centros e Institutos de I+D+i relacionados
  • Creador: Grupo de Investigación: Ingeniería de la Calidad Alimentaria
  • Departamento: Ingeniería de Organización, Administración de Empresas y Estadística
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